How Your Contact Center Operates

Contact centers play an increasingly vital role in the operation of companies who use them to handle customer requests and other communication tasks, but few executives have a strong grasp on how these facilities work. Many have a vague, outdated notion of a giant cube farm staffed by dozens of people talking on 90s-era office phones. The actual picture is quite different.

Here’s a look at a few of the critical components of a modern contact center:

Technology – Contact centers’ technology teams are critical to their operations. Cloud computing technology has had a huge role in enhancing contact centers’ ability to serve clients. Thanks to cloud technology, contact centers can rapidly deploy resources, scale services up or down, and track performance and results for their clients. All of these services require a top-notch technology team to keep things up and running.

Finance – Your contact center’s finance team controls the center’s budget and is constantly on the lookout for ways to make services more efficient and affordable for clients. Again, technology is a huge help here, as data collection provides the finance team with plenty of information to analyze to find ways to cut costs and improve quality.

Workforce management – Your contact center’s workforce management team focuses on monitoring statistics and ensuring that labor resources are deployed in the most efficient manner. Workforce management handles hiring, scheduling, and placement, as well as other personnel related issues. The workforce management team works closely with finance to analyze data and plan more effective solutions.

Agents – Contact center agents remain the backbone of a contact center’s operations, but their jobs encompass much more than just answering phones. Agents may also handle social media monitoring, and email and chat communications, providing help and support to customers. Agents’ role in handling customer requests – and complaints – requires a high level of professionalism and training. In many contact center operations, there are multiple tiers of agents. Tier 1 agents handle the basic requests and can escalate customer calls to tier 2 or 3 agents should the customer’s problem require more specialized expertise.

Trainers – Trainers ensure contact center agents are capable of handling customer interactions. This may involve providing specialized training specific to the client contact center agents are serving and more standard training, such as how to operate the contact center’s technology. Trainers may also be involved in writing the scripts call center agents use when providing help or support to customers.

Today’s contact center offers much more in terms of service and efficiency than those of the past. Businesses seeking greater efficiency and focus on their core mission would do well to inquire about benefits business process outsourcing can provide.

Datamark provides contact center, finance, and accounting outsourcing services to clients in a wide variety of industries nationwide. Able to provide onshore or nearshore outsourcing services, Datamark can provide the customized service that best fits your company’s needs.